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  1. Jira Service Management Data Center
  2. JSDSERVER-5960

As an admin I want to be able to change the Issue Type for an existing Service Desk Request Type

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      Problem Definition

      It is currently not possible to change the issue type on Service Desks. All fields are editable except Issue Type, which is greyed out.

      Suggested Solution

      Allow to modify Issue Type and possibly provide option to apply to existing requests or only for new requests

      Workaround

      1. Remove and/or add a new Request Type with the desired Issue Type.
        This step will remove an existing Request Type without migrating all the issues to a new Request Type resulting in No Match for the Customer Request Type on the issue and the issue will not be searchable on the Issue Navigator if we use search using the Customer Request Type field.
      2. If you would like to migrate a Request Type to a new Issue Type and make sure all the existing issues to be still searchable using Customer Request Type field:
        1. You can hide the current request type.
        2. Then, create a new request type with the new issue type using the same Request name and place it on the Customer Portal.

            [JSDSERVER-5960] As an admin I want to be able to change the Issue Type for an existing Service Desk Request Type

            Alex Cooksey made changes -
            Resolution Original: Won't Do [ 10000 ] New: Low Engagement [ 10300 ]
            Status Original: Closed [ 6 ] New: Closed [ 6 ]
            Charlie Marriott made changes -
            Resolution New: Won't Do [ 10000 ]
            Status Original: Gathering Interest [ 11772 ] New: Closed [ 6 ]
            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3012227 ] New: JAC Suggestion Workflow 3 [ 3649669 ]
            Owen made changes -
            Workflow Original: Confluence Workflow - Public Facing v4 [ 2755669 ] New: JAC Suggestion Workflow [ 3012227 ]
            it support made changes -
            Security Original: Reporter and Atlassian Staff [ 10751 ]
            it support made changes -
            Security New: Reporter and Atlassian Staff [ 10751 ]
            it support made changes -
            Link Original: This issue is cloned from JSDSERVER-349 [ JSDSERVER-349 ]
            it support made changes -
            Link New: This issue is cloned from JSDSERVER-349 [ JSDSERVER-349 ]
            it support created issue -

              Unassigned Unassigned
              it-support68 it support
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                Created:
                Updated:
                Resolved: